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Topic 10:
BMIT5103
Learning Outcomes
By the end of this topic, you should be able to:
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Topic Overview
This topic highlights information systems that support several departments
and/or the entire enterprise. A good example is ERP which supports supply
chains and CRM. Supply chains connect suppliers to manufacturers,
departments inside a company to one another, and a company to its
customers which are supported by a variety of IT application programs. The
supply chain must be completely managed from the raw materials to the end
customers. Typical supply chains involve the upstream, internal and
downstream. Lack of coordination and communication among players along
the supply chain can cause Bullwhip effect problems. Supply chain problems
can be supported and solved by IT, such as appropriate inventory
management, vertical integration, information sharing, VMI, supply chain
collaboration, RFID supply chain teams, virtual factories and wireless
solutions. SCM evolves by integrating routine transactions, including internal
suppliers/customers and external suppliers/customers, in ERP and extended
ERP. Next, BI and CRM applications are integrated into supply chain
software. CRM is an enterprise-wide activity through which an organisation
takes care of its customers and their needs. This demands good
communication and collaboration, most of which are IT-supported and Webbased. Knowledge management (KM) is a process which helps
organisations identify, select, organise, disseminate and transfer important
information and expertise that typically reside within the organisation in an
unstructured way. The KM model involves following cyclical steps: create,
capture, refine, store, manage and disseminate knowledge. Several
technologies can establish a knowledge management system: Internet,
Intranet, data warehousing, DSS tools, groupware, etc. KM has many
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STUDY GUIDE
BMIT5103
Assigned Readings
Turban, E., & Volonino, L. (2012).
Information technology for
management, International student
version. Asia: John Wiley.
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Content Summary
10.1
Enterprise Systems
x
x
10.2
Acquiring an ERP.
10.3
Justifying an ERP.
x
x
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STUDY GUIDE
10.4
IT at Work 10.3.
10.6
10.5
BMIT5103
CRM is multi-channel.
E-CRM.
CRM Successes and Failures.
KM system implementation.
Knowledge.
Components of KM systems.
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STUDY GUIDE
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Study Questions
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List and describe the three main flows managed in a supply chain.
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